Apr 30, · after sales service literature review Quality of the service helps in determining the organizations global delivery system for the literature or service, customer satisfaction and quality of service have causal relationship with each other and service quality influence the note after behavior H, -H. Customer service sales customer satisfaction.A Study ofAfter Sales Service Literature Review /10() Literature Review After sale service is an increasing concept in many industries and organizations are very dependent on customer, satisfaction as their customer are satisfied their productivity increases otherwise they have to lose the market blogger.comted Reading Time: 11 mins LITERATURE REVIEW After-sales service, satisfaction, and loyalty Every organization is trying to differentiate itself in the market by providing value-added services according to the customers’ needs and wants. After-sales services are essential to satisfying and Estimated Reading Time: 7 mins
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Download Free PDF, after sales service literature review. After Sales Service, Customer Satisfaction and Loyalty in Telecom Sector Journal of Applied Structural Equation Modeling, after sales service literature review Muhammad Ashfaq. Download PDF Download Full PDF Package This paper. A short summary of this paper. After Sales Service, Customer Satisfaction and Loyalty in Telecom Sector.
ashfaq gmail. com ABSTRACT This study aims to examine the relationships between after-sales service, customer satisfaction, and loyalty. Online data were collected using a convenience sampling technique from respondents who were currently using the Internet i.
The online-based questionnaire was implemented a five-point Likert scale with 38 items. Structural equation modeling SEM was performed to test the hypotheses. The results show a after-sales service has a significant influence on customer loyalty, b after-sales services effect customer satisfaction positively, c customer satisfaction has a direct and positive impact on loyalty, and d satisfaction partially mediates between after-sales service and loyalty. This study explains how service sector organizations maintain a profitable long-term relationship with customers, and how to get customer satisfaction and loyalty.
In addition, this research may contribute to the literature that there exists a positive relationship between after-sales service, satisfaction, and loyalty which could apply to other service industries as well.
Internet users are increasing every year PTA, Pakistan includes in top 30 countries regarding highest Internet users. According to statistical data available on the website i. Pakistan total population has reached Therefore, Internet users in Pakistan are almost After-sales service helps to produce remarkable revenue in almost every business field. However, getting success in after-market services is a complex task for telecom business firms in Pakistan.
It needs a strong follow up of customers complain, skilled technical staff, to fix the customers complaint, and to upgrade the Internet service consistently. There are many well- known companies in Pakistan such as Pakistan Telecommunication Company limited PTCLZong, Mobilink, Warid, Ufone, after sales service literature review, and Telenor are providing the Internet service i. PTCL is the first and most prominent company in Pakistan which provides the Internet service i.
Also, Zong, Mobilink, Warid, and Telenor are well-known companies concerning Internet service, after sales service literature review.
After sales service has become an essential factor for all organizations nowadays, organizations are merging several marketing mixes in different ways to enhance customer satisfaction and loyalty.
Organizations are trying to provide excellent after-sales service to customers and using several techniques to retain them as loyal. Several studies on after-sales service investigate the relationship between after-sales, customer satisfaction, and loyalty in different contexts Choudhary et al. However, there is not enough literature available on after-sales service in service sector field i.
According to Goffinthere are seven main elements such as installation, after sales service literature review, product warranty, online help, repair service, user training, documentation, and up gradation of after- sales support that must be offered to the customer.
However, delivery, installation, and product warranty are the essential elements of after-sale service influence customer satisfaction in Malaysian electronic business market Shaharudrn et al.
Additionally, Choudhary et al. They reported a significant association between after-sales service and satisfaction. After-sales service elements are essential to satisfy and retain the customer Choudhary et al. Moreover, Murali et al. Therefore, the researcher decided to take a study to investigate the relationship between after- sales service, customer satisfaction, and loyalty in service sector organizations i.
The main aims of this study to investigate the impact of after-sales service on customer loyalty with the mediating role of customer satisfaction. After-sales services are essential to satisfying and retaining the customers Choudhary et al. The study of Rigopoulou, after sales service literature review, Chaniotakis, Lymperopoulos, and Siomkos reported that quality of after-sales service has a positive influence on perceived value, behavior intention, and customer satisfaction.
After- sales service has discussed under two major perspectives in literature. Such activities included; the product delivery, the installation, the product warranty, the quick response of customer complaint, the product related help or training, and the repairing service Gaiardelli et al. A company can create, maintain, and improve customer loyalty by providing excellent after-sales services such as the quick response of customer complaint, replace the faulty good or make a full refund in case of the customer is not happy with the products or service Nasir et al.
Furthermore, Maintenance and repair are an essential element of after-sales support or service Loomba, One way to get quick customer response is to offer loaner product, where possible, especially in the breakdown incident Loomba, after sales service literature review, Maintenance issues should be fixed before any fault take place Fites, Upgradation is another crucial element of after-sales service or customer support.
It offers a chance for the customers to improve the performance of the current product Cespedes, Hence, whenever a problem resolves online, the cost is too minor than the visit of a product or service specialist i. The primary objective of any firm is to satisfying its existing customers and after sales service literature review potential customers.
In this regard, after-sales service activities are much contributed to customer satisfaction; it is given to the buyer by the seller after selling the product or service Murali et al. The key to build a long-term relationship and enhance customer loyalty is to create superior value for customers.
Also, Maghsoudlou, Mehrani, and Azma found a significant correlation between after-sales service and satisfaction. Hence, the author hypothesized that: H1: After sales service will positively influence loyalty. H2: After sales service will positively influence satisfaction. The after sales service literature review role of customer satisfaction, and loyalty Oliver proposed a customer satisfaction disconfirmation model, which is widely used in marketing nowadays.
It explains the difference between customer expectation and real perception after consuming the product or service. Therefore, customer satisfaction is considered one of the fundamental to enhance customer repurchase intention and to establish a lifelong relationship with the customer in marketing. Zeithaml identified superior quality service dimensions to improve the buyer-seller relationship and their common objectives such as satisfaction, performance, and profit.
If an organization wants to enhance organization profit, customer retention, and loyalty, it should focus on to satisfy their customers. Hence, the author proposes a hypothesis as follow: H3: Satisfaction will mediate the effect of after-sales service on loyalty.
RESEARCH METHOD Data collection Table 1 shows the characteristics of the respondents such as gender, age, after sales service literature review, and income.
First, the questionnaire was adapted from the previous studies. Online Data were collected using a convenience sampling technique from respondents who were currently using the Internet i. In total, the researcher received valid responses. Most after sales service literature review were males responses; The ratio of females was 26 responses; Their education level was Bachelor 68 responses; after sales service literature review Instruments selection The questionnaire was comprised of demographic and research questions; 38 scale items were used in the questionnaire including eight demographic questions.
In this study, the researcher selected after sales service as an independent variable, satisfaction as a mediating variable, and loyalty as a dependent variable. The five items of delivery, four items of installation, and warranty were adapted from the study of Shaharudrn et al. Three items associated with the complaint were obtained by using McKee, Simmers, and Licata scale. The four items of satisfaction were adapted by using Bhattacherjee scale.
Finally, four items of loyalty were obtained from the study of Raza and Rehman PTCL or Ufone 67 The measurement model was performed to analyze the reliability and validity of the instruments Ramayah et al. First, the α performed to measure after sales service literature review reliability of the constructs. The minimum α accepted value is 0. Reliability is the consistency among constructs items. The values of reliability depend on the items consistency, the higher consistency among items, the higher the reliability of the constructs.
The α of all variables were higher than 0. Every particular construct has multiple items. The minimum CR acceptable value is 0. In this study, CR was above the suggested criteria. The correlation among constructs with each other is convergent validity. There are three main techniques i. First, the factor loading of items should higher than 0. Discriminant Validity Variable Mean Standard deviation ASS SAT LOY After sales service ASS 3. Additionally, discriminant validity DV was examined see Table 2.
DV indicates how constructs are different from each other. DV can measure through the square root of AVE. The DV can also be measured by factor loading Chin,
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Apr 30, · after sales service literature review Quality of the service helps in determining the organizations global delivery system for the literature or service, customer satisfaction and quality of service have causal relationship with each other and service quality influence the note after behavior H, -H. Customer service sales customer satisfaction.A Study ofAfter Sales Service Literature Review /10() Literature Review After sale service is an increasing concept in many industries and organizations are very dependent on customer, satisfaction as their customer are satisfied their productivity increases otherwise they have to lose the market blogger.comted Reading Time: 11 mins LITERATURE REVIEW After-sales service, satisfaction, and loyalty Every organization is trying to differentiate itself in the market by providing value-added services according to the customers’ needs and wants. After-sales services are essential to satisfying and Estimated Reading Time: 7 mins
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